When Was The Last Time You Called Yourself ? Or, How Does The World See You?

Ever wonder how your customers feel?

Ever wonder what it is like to do business with yourself?

Ever wonder what it’s like to have to navigate your company’s Voice Mail System?

If you have never wondered you should! In fact you should do more, you should find out. No matter the size of your company, be it a one-horse operation to a Fortune 500 company.

The first step to seeing how the outside world looks at your company is to pick up the phone and call your own company.

• How long did the phone ring before it was answered?
• Could you get though to the person you wanted?
• Did you get your questions answered correctly?
• Was this a pleasant experience, did you feel welcome?
• Did you get stuck in Voice Mail Hell?
• Would you do business with your own company?

Now this advice goes for more then just phone contact.

• Talk to your sales people. Ask them to mail something to you and see if you get it.
• Ask questions about what your company does. Were the answers right?
• Leave a message for yourself with the person that answers your phones. Did you get the Message? Was it right?

Does your company have a Web Site?

Visit it.

• How fast did the page "Load"?
• How does the site look? Do the colors hurt your eyes?
• Can the information be easily read?
• Could you easily find what you were looking for?
• Was it easy to find the company’s phone number?

By now hopefully you’re getting the idea. Now if you don’t understand why you need to know how the outside world sees your company, then you probably don’t even know that you’re probably losing customers (see Can I Help You Out.... Or, Is Your Sales Force Showing People The Door Instead Of The Goods.. )

Don’t have the time to check out your own company? No problem. There are companies out there that will do it for you. In the industry they are known as "secret shoppers". People that come into your company acting just like customers. But they’re not. Their job is to "spy" on your sales force etc. Giving you a report and some insight as to how the world sees your company.

So, If you don’t know how you or your company looks to the outside world... It’s about time you found out.

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Last modified: November 08, 2002